CITY
OF
ASSISTANT CUSTOMER
SERVICE SUPERVISOR
DEFINITION
To assist with planning, organizing and supervising
utility billing and collection within the Finance Department; and to perform a
variety of technical tasks relative to assigned area of responsibility. Employee is required to be fully trained in
all procedures related to the City’s Customer Service division including
billing, collection, and responding to customer inquiries.
SUPERVISION
RECEIVED AND EXERCISED
Receives direction from Customer
Service Supervisor.
Exercises functional and
technical supervision over assigned Customer Service Clerks.
EXAMPLES
OF DUTIES - Duties may include, but are not limited to, the
following:
Assist with planning, prioritizing, assigning, supervising
and reviewing the work of staff involved in utility billing and collection and
issue of privilege permits.
Conduct employee performance evaluation process for
assigned employees and maintain supporting documentation.
Recommend and assist in the implementation of
department/division goals and objectives; establish schedules and methods for
utility billing and collection; and implement policies and procedures.
Evaluate operations and activities relative to assigned
area of responsibility; recommend improvements and modifications; and prepare
various reports on operations and activities.
Prepare billing for water and sewer utility services.
Maintain equipment and supply inventories using
departmental purchasing procedures.
Assist with Supervision of water utility collections.
Assist with Supervision of collection of revenues billed
from other City departments.
Able to perform all cashiering
and all other customer service duties.
Assist with supervision of incoming and outgoing mail
and metering equipment.
Assist with supervision all billing to ensure
timeliness.
CITY
OF
Customer
Service Supervisor (continued)
Distribution and accounting of
petty cash in Customer Service division.
Responsible for vault, safe and night deposit box.
Participate in budget preparation and administration as
required by Customer Service Supervisor; and prepare cost estimates and
justifications for recommendations.
Participate in selection of staff as required by Customer
Service Supervisor; provide staff training; and work with employees to correct
deficiencies.
Answer questions and provide information to the public;
and investigate complaints and take corrective action as directed Customer
Service Supervisor.
Perform related duties as assigned.
QUALIFICATIONS
Knowledge of:
Principles, practices and procedures of revenue collection.
Methods
and technical requirements of utility billing and license issue.
Principles of supervision, training and performance evaluation.
Laws
and/or ordinances related to assigned area.
Principles and procedures of financial record keeping, budgeting
and reporting.
Basic office procedures; and office and computer equipment.
Ability to:
Supervise
an effective revenue collection program.
Communicate
effectively in oral and written form.
Supervise,
train and evaluate assigned staff.
CITY
OF
Customer
Service Supervisor (continued)
PHYSICAL REQUIREMENTS
Must be able to physically
perform the basic life support functions of walking, fingering, grasping,
talking, hearing, and repetitive motions.
Must be able to perform sedentary work, which
includes exerting up to 10 pounds of force occasionally and/or a negligible
amount of force to lift, carry, push, pull or otherwise move objects.
Must
have the visual acuity to prepare and analyze data and figures, operate. typewriter or computer terminal, and determine the accuracy,
neatness, and thoroughness of the assigned work assigned
EDUCATION,
EXPERIENCE AND TRAINING
Any combination of education, experience and training
that provides evidence of the knowledge, skills and abilities required to be
successful in performing the duties assigned to the job class.
Education:
Equivalent to the completion of the twelfth
grade. A two-year or four-year degree in business or a related field is
desirable.
Experience:
Three years responsible experience in
revenue collection. One
year supervisory experience is desirable.
Training:
Additional
specialized training in business or a related field is desirable.
LICENSE
OR CERTIFICATE
None.